Guided Communication

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Guided communication is understood to be a Structure style of a Chatbots. For chatbots there are 2 ways to communicate. On the one hand the guided communication, where you can navigate exclusively via buttons, and on the other hand the free text input, where users interact with the chatbot by entering natural sentences. As the name suggests, in the first case the user is guided through the contents of the chatbot with the help of buttons and therefore only has the possibility to access certain contents by clicking.

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What are the advantages and disadvantages of guided communication?

Clear advantages of a guided communication are quite simple. The user can only see the content that has been developed. This makes it very easy to quickly develop a first chatbot and bring it to the market. This avoids the difficulty of recognizing natural language by following a rule-based approach. A further advantage is that the user cannot be disappointed because he does not get an answer to his question, but the user knows that the chatbot can only answer what can also be reached via buttons. In addition, the communication can be accelerated if only buttons have to be clicked instead of typing whole sentences. This enables the user to reach his goal more quickly.

One resulting disadvantage is the following: The rule-based approach means that one loses a lot of technology and the advantages of open natural communication. Users feel most comfortable when they can communicate in a natural way, as they know it from their everyday life. A further disadvantage of a purely conducted communication is that complex chatbot use cases cannot be mapped because the interaction possibilities are very limited.

How is guided communication used?

Guided communication should always be integrated in combination with a free text input. This allows the advantages of a guided communication to be exploited and avoids the disadvantages of a free text communication. Furthermore, it is very good to work with buttons to give the user a frame which content can be answered by the chatbot.

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